Tier 2/3 Help Desk Technician

General Summary:

As a Tier 2/3 Help Desk Technician, you will be responsible for handling desktop and other system support requests from employees, contractors and leadership; troubleshooting a wide range of technical issues and escalating complex problems as needed. You will play a key role in maintaining efficient IT operations and ensuring a positive user experience.

Key Responsibilities:

· Provide advanced troubleshooting and technical support for hardware, software, and network- related issues

· Respond to IT support tickets, co-manage IT support box and ensure timely resolution

· Assist with Active Directory administration, including user account management and group policies

· Support Office 365 applications, email configurations, and cloud-based services

· Troubleshoot networking issues, including connectivity, VPNs, DNS, DHCP, WLAN, and cellular service

· Install, configure, and maintain computer systems, peripherals, Teams conference rooms, and mobile devices

· Document issues and solutions in the ticketing system and contribute to the IT knowledge base

· Work with the IT team and vendors to identify recurring issues and implement solutions to reduce future incidents

· Provide targeted training and insightful guidance to end-users, contractors, and leadership

· Assist in IT projects such as system upgrades, migrations, and new technology rollouts

· Employee onboarding, offboarding, desk setup, configuration and moves

Qualifications:

· Associate’s or bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience)

· 1-3 years of experience in IT support, preferably in a Tier 2 role

· Strong knowledge of Microsoft desktop and server operating systems.

· A working knowledge of Mac operating systems is a plus

· Basic understanding of networking concepts (TCP/IP, VPN, DNS, DHCP)

· Experience with ticketing systems (e.g., IssueTrak, LANSweeper, or others)

· Experience with remote desktop tools such as RDP, GoTo Assist, Delinea Connection Manager and/or NinjaOne

· Familiarity with IT security best practices, monitoring solutions, and endpoint protection

· Possess experience with Active Directory, Group Policy, LAPS, Ofice 365/Entra/Intune, Citrix, VMWare, Carbon Black, Adobe, ICE, Delinea products, Mimecast, FedEx, and other enterprise applications

· Ability to support the 24/7 nature of systems support and IT operations

Soft Skills and Abilities:

· Demonstrate strong analytical skills, precision, organizational capabilities, and a keen attention to detail

· Cultivate a forward-thinking approach to automation and AI integration (e.g., Adaxes, Copilot, PowerAutomate, and other tools)

· Exhibit the ability to maintain confidentiality, adhere to deadlines, and follow established technical processes (while always looking for ways to improve them)

· Demonstrate the physical capability to perform the essential functions of the job

· Proficiency in both verbal and written communication skills

· Ability to focus on a task for extended periods of time

· Ability to work independently and as part of a team

· Maintain a courteous, positive, cheerful attitude and exceptional customer service skills

· Possess the ability to simplify complex concepts for clear understanding

· Consistently arrive to work on time and adhere to the established schedule

· Exhibit the ability to follow up on outstanding issues, ensuring user satisfaction

· Promote a culture of enthusiasm

Preferred Skills (Not Required):

· Certifications such as CompTIA A+, Network+, or Microsoft MS-900

· Expertise in PowerShell, scripting, programming languages, or database management

What we offer:

· Competitive salary and benefits package.

· Opportunities for professional growth.

· Hands-on experience with a variety of IT technologies.

· A supportive and collaborative team environment.

Working conditions

While performing the duties of this job, employees are regularly required to sit for extended periods of time, walk and stand; talk both in person and by telephone; use hands and fingers to handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds. Vision abilities include close and distant focus. The noise level in the work environment is usually quiet to moderate.

May on occasion be exposed to loud sounds and distracting noise levels. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

Schedule:

Ability to Commute:

Ability to Relocate:

Work Location: In person